Answer system for technical support, and technical support method

ABSTRACT

An answer system for technical support comprises an web server for receiving information of an inquiry sent from a user via an internet; an inquiry-information data base for storing the inquiry information which has been received by the web server; a fire wall for preventing the information of the inquiry, which is stored in the inquiry-information data base, from being accessed by outsiders via the telecommunication network; an intranet for communicating the information of the inquiry, which is stored by the web server, to an information service furnisher; an input unit for inputting an answer to the information of the inquiry, which has been communicated via the intranet; and a mail server for sending the answer to the information of the inquiry, which has been input by the input unit.

BACKGROUND OF THE INVENTION

[0001] The present invention relates to an answer system for technicalsupport and a technical support method to furnish technical services toa user via a telecommunication network.

[0002] Conventionally, as technical support for a user, direct supportperformed by engineers who are sent to the field, or indirect supportwhich is performed by furnishing of technical documents or answer papersto inquiry form the user, has been carried out. As an example of theindirect support for a user, the furnishing of technical documents to anoperator or a maintenance engineer, or the answering to an inquiry fromthe operator or the maintenance engineer, is generally performed in thefollowing procedures.

[0003] (1) A person in a charge in a business department of apower-generating facility maker receives a request for technicaldocuments, or a technical inquiry, from a user of a power plant by meansof visiting, telephoning, facsimile, or mailing.

[0004] (2) The person in a charge in the business departmentcommunicates the contents of the request or the technical inquiry to aperson in a charge in a technical department of the central office bythe above-mentioned means.

[0005] (3) The person in a charge in the technical department confirmscontents of the request or the technical inquiry, and sends them to adesign, inspection, or fabrication department in charge in a factorydirectly responsible for these contents.

[0006] (4) A person in charge in the factory confirms the contents ofthe request or the technical inquiry, and prepares the requestedtechnical documents or an answer to the technical inquiry.

[0007] (5) The prepared technical documents or the answer to thetechnical inquiry is sent to the person in a charge in the technicaldepartment of the central office.

[0008] (6) Lastly, the technical documents or answer is sent to the userof the power plant via the person in a charge in the businessdepartment.

[0009] Thus, in the above-described conventional procedures, the requestfor the technical documents concerning the operation or the maintenance,or the inquiry concerning the technical items, are first sent to thebusiness department. Further, the person in charge in each departmentselects the next person in charge, and sends the necessary informationto the selected person in turn by means of visiting, telephoning,facsimile, or mailing.

[0010] As described above, to implement technical support for a user,technical information has been conventionally communicated in the formof documents such as technical documents, an inquiry paper, etc. Such asa communication means cannot quickly correspond with a request fortechnical support from a user. Therefore, quick and accurate technicalsupport has been strongly desired.

SUMMARY OF THE INVENTION

[0011] The present invention has been achieved in consideration of theabove-described problems, and is aimed at providing an answer system fortechnical support and a technical support method, which are capable ofquickly and accurately performing technical support to a request or aninquiry from a user.

[0012] To achieve the above objective, the present invention provides ananswer system for technical support for furnishing technical informationservices via a telecommunication network, the answer system fortechnical support comprising: an web server for receiving information ofan inquiry sent from a user via an internet; an inquiry-information database for storing the inquiry information which has been received by theweb server; a fire wall for preventing the information of the inquiry,which is stored in the inquiry-information data base, from beingaccessed by outsiders via the telecommunication network; an intranet forcommunicating the information of the inquiry, which is stored by the webserver, to an information service furnisher; an input unit for inputtingan answer which responds to the information of the inquiry, which hasbeen communicated via the intranet; and a mail server for sending theanswer to the information of the inquiry, which has been input by theinput unit.

[0013] Further, to achieve the above objective, the present inventionprovides a technical support method of furnishing technical informationservices via a telecommunication network, the technical support methodcomprising the steps of: receiving information of an inquiry sent from auser via an internet by using a web server, via a fire wall forpreventing the information of the inquiry from being accessed by otherusers via the telecommunication network; storing the information of theinquiry, which has been taken into an inquiry-information data base bythe web server; communicating the information of the inquiry, which hasbeen stored by the web server, to an information-furnishing unit via anintranet; and sending an answer which responds to the information of theinquiry communicated to the information-furnishing unit, to the user viaa mail server.

BRIEF DESCRIPTION OF THE DRAWINGS

[0014]FIG. 1 is a schematic diagram showing the composition of an answersystem for technical support of an embodiment according to the presentinvention.

[0015]FIG. 2 is a schematic diagram showing the composition of an answersystem for technical support of another embodiment according to thepresent invention.

[0016]FIG. 3 is a schematic flow of processes performed by the answersystem for technical support of the present invention.

[0017]FIG. 4 is an example of a display showing an inquiry and an answerto the inquiry.

[0018] FIGS. 5(a) and 5(b) are examples of displays showing technicalinformation including voice and image data.

[0019]FIG. 6 is a flow chart of processes performed in the answer systemfor users according to the present invention.

[0020]FIG. 7 is a flow chart of processes performed in the answer systemfor an information service furnisher according to the present invention.

[0021]FIG. 8 is an example of a picture displayed on the screen forinput operations which are performed by a user.

[0022]FIG. 9 is an example of a picture displayed on the screen forinput operations which are performed by a user.

[0023]FIG. 10 is an example of a picture displayed on the screen forinput operations which are performed by a user.

[0024]FIG. 11 is an example of a picture displayed on the screen forinput operations which are performed by a user.

[0025]FIG. 12 is an example of a picture displayed on the screen forinput operations which are performed by a user.

[0026]FIG. 13 is an example of a picture displayed on the screen forinput operations which are performed by an information servicefurnisher.

[0027]FIG. 14 is an example of a picture displayed on the screen forinput operations which are performed by an information servicefurnisher.

[0028]FIG. 15 is an example of a picture displayed on the screen forinput operations which are performed by an information servicefurnisher.

[0029]FIG. 16 is an example of a picture displayed on the screen forinput operations which are performed by an information servicefurnisher.

[0030]FIG. 17 is an example of a picture displayed on the screen forinput operations which are performed by an information servicefurnisher.

[0031]FIG. 18 is an example of a picture displayed on the screen forinput operations which are performed by an information servicefurnisher.

[0032]FIG. 19 is an example of a picture displayed on the screen forinput operations which are performed by an information servicefurnisher.

[0033]FIG. 20 is an example of a picture displayed on the screen forinput operations which are performed by an information servicefurnisher.

[0034]FIG. 21 is an example of a picture displayed on the screen forinput operations which are performed by an information servicefurnisher.

[0035]FIG. 22 is an example of a picture displayed on the screen forinput operations which are performed by an information servicefurnisher.

[0036]FIG. 23 is an example of a picture displayed on the screen forinput operations which are performed by an information servicefurnisher.

[0037]FIG. 24 is an example of a picture displayed on the screen forinput operations which are performed by an information servicefurnisher.

[0038]FIG. 25 is an example of a picture displayed on the screen forinput operations which are performed by an information servicefurnisher.

[0039]FIG. 26 is a picture showing examples of input of the retrievalconditions and results of the retrieval.

DETAILED DESCRIPTION OF THE EMBODIMENTS

[0040] In accordance with the above system or method provided by thepresent invention, a user can access a web server which is provided by ainformation service furnisher, via an internet, and acquire (download) aset of disclosed information. Further, if the user input his inquiry tothe web server, the inquiry is automatically stored in the web server.This inquiry is periodically and automatically taken into a second webserver, and an answer to the inquiry is created in an answer center.Lastly, the created answer is sent to the user by e-mail. That is, theuser can easily and timely acquire the information which he needs. Bythe answer system of the present invention, since the informationservice furnisher can instantly recognize what kind of information theuser needs, or what kind of inquiry he has, the furnisher can optimallyconduct business activities. Thus, business advantages are brought aboutby the information-exchange between the user and the furnisher, and acommercial value of the information-exchange, this commercial valuebeing changed depending on the quality (contents), the quantity, and thetiming of the supplied information service, is determined. This canbring a information service-furnishing business into existence.

[0041] Moreover, in accordance with the above system or method providedby the present invention, a series of inquiry numbers are given toinquiries sent from each user, and the inquiries are consistentlymanaged until answers to all the inquiries are completed. Therefore, itis easy to manage the prevention of any omission or delay in answeringto the inquiries, and since the inquiries are stored in a data base, thetime-series control or the reuse of the answers to the respectiveinquiries, has become possible.

[0042] Hereafter, details of the embodiments will be explained withreference to the drawings.

[0043]FIG. 1 schematically shows the composition of an answer system fortechnical support of an embodiment according to the present invention.Meanwhile, although an answer system for technical support, which isused by a user in a power plant, will be explained in the following asan example of an object facility to which the present invention isapplied, an object facility to which the present invention is applied isnot restricted to an answer system for a power plant.

[0044] In each power plant to which an answer system of this embodimentis applied, computers 1 or mobile terminals 2 which are used byoperators or maintenance engineers (hereafter referred to as users), areprovided. Each user can use an internet via the computers 1 and themobile terminals 2. Also, the user access an answer system 5 for theuses, which is incorporated in a web server 4 for users, set up by apower plant maker (hereafter referred to as an information servicefurnisher) via the internet. A fire wall 17 a is provided to prevent anunrighteous access performed by an outside person (outsider), and itpermits an access to the answer system 5 for the users, which isconducted by a registered user.

[0045] The answer system 5 for the users includes an informationprocessing program (1) 6 for displaying a login picture, a menu picture,an inquiry format picture, and taking in data input from these pictures;and a plurality of data bases such as a document data base 7 in whichdocuments disclosed to the users are stored, an inquiry history database 8 in which a history of all inquiries sent from the users isstored, an inquiry content data base 9 in which information on inquiriesinput to the web server 4 for the users (to the information servicefurnisher), etc. Further, a retrieval system 71 for retrievinginformation stored in the above data bases 7, 8, 9 is situated in theanswer system 5 for the users. Also, a fire wall 17 b is provided toprevent outsiders from encroaching on the second web server 10 or anintranet 11 which is provided at the side of the information servicefurnisher. In the answer system 5 for the users which is composed asdescribed above, information of the inquiry which the user hasregistered in the answer system 5 for the users, passes through a firewall 17 b, and is automatically taken into the second web-server 10.Further, the retrieval system 71 retrieves information in the abovedocument data base 7, the inquiry history data base 8, and the inquirycontent data base 9, in accordance to the request input by the user.

[0046] An answer system 12 for the information service furnisher, whichis operated in the intranet 11, is situated in the second web server 10.The answer system 12 for the information service furnisher includes aninformation processing program 14 for periodically taking in contents ofrespective inquiries sent form the users, which are stored in theinquiry content data base 9, and for creating each answer, which isimplemented by a answer center 18; an inquiry content data base 15 inwhich the contents of respective inquiries sent form the users arestored; an automatic translation program 16 for translating, forexample, an inquiry written in a foreign language such as English to aJapanese inquiry; an electronic meeting system 13 by which a meetingabout the inquiry sent from the user is held online; an inquiry historydata base 72 in which a history of all inquiries sent from the users arestored; a technical document data base 73 in which technical documentssuch as design specifications, design drawings, etc.; and a retrievalsystem 74 for retrieving information in the inquiry history database 72or the technical document data base 73. The answer center 18 includes atleast; one inquiry-receiving and allocating person 19, one regionalinquiry-managing person 20, one translator 21, one answer-creatingperson 22, and one system-managing person 23. Further, processesimplemented for creating each answer are executed by these persons whileusing an information processing program (2) 14. Also, the retrievalsystem 74 retrieves information stored in the inquiry content data base15 or the inquiry history data base 73 in accordance with the requestsent from the answer center 18. The contents of the answer created bythe answer center 18 are made up as an answer document 25, and thisanswer document 25 is sent to the user by e-mail via a mail server 24.

[0047] The user accesses the web server 4 for the users, in which theanswer system 5 for the users is incorporated, via the internet 3, byinputting the mail address of which the user are informed in advance,while using the computer 1 or the mobile terminal 2. Further, the userlogins with his identifier and a password, of which he is informed inadvance, on the first picture displayed by the answer system 5 for theusers. Also, the user sends his inquiry to the web server 4 for theusers, or receives an answer document or a technical document accordingto guides which are displayed in pictures shown by the informationprocessing program (1) 6. Meanwhile, the contents of the inquiry sent bythe user are stored in the inquiry history data base 8 and the inquirycontent data base 9. Furthermore, the user acquires information foroperations or maintenance of the plant from the disclosed document database 7.

[0048] The information service furnisher situates the answer center 18composed of the inquiry-receiving and allocating person 19, the regionalinquiry-managing person 20, the translator 21, the answer-creatingperson 22, and the system-managing person 23, in the environment of theintranet 11. By the answer system 12 for the information servicefurnisher, the contents of the inquiries sent by the users are passedtrough the fire wall 17, and are automatically taken into the inquirycontent data base 15. Here, automatic retrieval processing is executedin the answer system 12 for the information service furnisher, and ifthere is a new inquiry, a fixed-form e-mail is automatically sent to theinquiry-receiving and allocating person 19 in the answer center 18.

[0049] By receiving the fixed-form e-mail, the inquiry-receiving andallocating person 19 recognizes that a new inquiry has sent from a user.Then, the person 19 accesses the second web server 10 in which theanswer system 12 for the information service furnisher is incorporated,via the intranet 11. Further, the person 19 logins into the second webserver 10 in which the answer system 12 for the information servicefurnisher is incorporated, and corresponds with the inquiry sent fromthe user according to procedures presented by the information processingprogram (2) 14. Lastly, the person 19 selects the next person in chargein the members of the answer center 18, and sends a request for workcorresponding with the inquiry to the selected person by using afixed-form e-mail function provided in the information processingprogram (2) 14 in the answer system 12 for the information servicefurnisher.

[0050] The regional inquiry-managing person 20, the translator 21, orthe answer-creating person 22, who has received the fixed-form e-mail ofthe request for work corresponding with the inquiry, logins into theanswer system 12 for the information service furnisher, and correspondswith the inquiry, in the same manners as the inquiry-receiving andallocating person 19. Then, they select the next person in charge in themembers of the answer center 18, and sends a request for workcorresponding with the inquiry to the selected person by a fixed-forme-mail. Lastly, the answer document which has been created in the answercenter 18 is sent to the user by the inquiry-receiving and allocatingperson 19 by means of e-mail via the mail server 24. Meanwhile, in theanswer center 18, the answer document is efficiently created by usingthe automatic translation program 16 and the electronic meeting system13, which are linked to the answer system 12 for the information servicefurnisher.

[0051]FIG. 2 schematically shows the composition of an answer system fortechnical support of another embodiment according to the presentinvention. Meanwhile, explanations of the same elements as those in FIG.1 are omitted in the following.

[0052] In the embodiment shown in FIG. 2, both the answer systems 5 and12 for the users and the information service furnisher are situated inthe web server 4 for the users. In this embodiment, although the usersand the information service furnisher use one web server jointly, thetechnical support for the users can be performed by the same operationsas those in the embodiment shown in FIG. 1.

[0053] In FIG. 3, a schematic flow of processes which are performed bythe answer system for technical support according to the presentinvention, is shown.

[0054] In step 111, if the user sends an inquiry concerning theoperation or maintenance of a power plant to the information servicefurnisher, he connects his communication terminal to the system at theside of the information service furnisher, and inputs information of theinquiry. In step 112, the input information of the inquiry is sent fromthe user to the information service furnisher. Moreover, in step 113, byperforming the process to store the information of the inquiry input bythe user in the data base at the side of the users, the information ofthe inquiry can be stored in a data base 114.

[0055] In step 115, the information of the inquiry sent from the user isreceived by the web server set up by the information service furnisher.In step 116, contents of the received information of the inquiry isfirst confirmed. For example, it is confirmed what group of componentsthe received information of the inquiry concerns from among groups ofcomponents, such as turbines, generators, auxiliary machines, componentsin a feed water system, control devices, etc., which have beenclassified in advance. Moreover, in step 117, if the inquiry sent fromthe user is written in a foreign language, the inquiry is translated asthe need arises. Meanwhile, the order of the content-conformationprocess (step 116) can be permutated with that of the translationprocess (step 117).

[0056] In step 118, information stored in a data base 119 is retrievedin order to create an answer to the information of the inquiry whosecontents have been confirmed. In the data base-retrieval process (step118), the retrieving is carried out so that an answer which is mostsuitable for the contents of the inquiry, is selected from among answersstored in the data base 119 in advance. Next, in step 120, an answer tothe inquiry sent from the user is created based the result of theretrieval performed in step 118. Here, in step 121, it is possible totranslate the created answer to a foreign language answer as the needdemands. In step 123, the answer created in the answer-creation process(step 120) is sent to the user via the telecommunication network.Lastly, in step 124, the user receives the answer sent from theinformation service furnisher is received. Thus, the user can obtain ananswer document 125 to his inquiry.

[0057] Meanwhile, the inquiry sent from the user, and the answer createdin step 120 are stored as inquiry-answer history information in the database 119. In this way, by storing the information on the inquiry and theanswer to the inquiry in the data base, it becomes possible to managethe information as history information, and this history information canbe used in the data base-retrieval process (step 118). Also, by storingthe answer received by the user in the data base 114 in theanswer-storing process (113), the history information can be managed atthe side of the users.

[0058] Next, an embodiment of the processing in which the information ona history of all inquiries sent from the users, and answers to therespective inquiries, sent from the information service furnisher, isretrieved, is explained below.

[0059] In step 131, if the user retrieves the history information on allinquiries concerning the operation or maintenance management of thepower plant, which have been sent to the information service furnisher,he connects his communication terminal to the information servicefurnisher via the telecommunication network, and inputs retrievalconditions. Meanwhile, not only history information of the whole plantbut also that of each component in the plant can be designated as theretrieval conditions. In step 132, The input request for retrieval ofthe history information is sent to the information service furnisher.

[0060] Further, the request for retrieval of the history information,sent from the user, is received by the web server set up by theinformation service furnisher in step 133, and the contents of retrievalof the history information, requested by the user, is confirmed in step134. Then, in step 135, the inquiry-answer history information stored ina data base 136 is retrieved. In step 137, the result of the retrievalof the history information, performed in step 135, is sent from the webserver at the side of the information service furnisher to the user.

[0061] Lastly, in step 138, the user receives the result of theretrieval of the history information from the information servicefurnisher. Thus, the user can obtain the history of; all inquiries sentby him, and the answers to the respective inquiries.

[0062] In the following, an embodiment of the processing in whichtechnical information of the power plant is obtained, will be explained.If the user intends to obtain technical information such as a designspecification, a design drawing, etc., by inputting a request for thetechnical information via the communication terminal In step 141, therequest for technical information is sent to the information servicefurnisher in step 142. In step 144, the information service furnisherconfirms the contents of the technical information which has beenreceive by the web server in step 143. In step 145, technicalinformation stored in a technical information data base 146 is retrievedso that the technical information requested by the user is selected.Further, in step 148, the user receives the technical information sentfrom the information service furnisher. Thus, the user can obtain thetechnical information requested by him in step 149.

[0063] In FIG. 4, an example of a display picture showing an inquiry andan answer to the inquiry, which is presented by the answer system fortechnical support according to the present invention, is shown. Here, bystoring the pair of the inquiry sent from the user and the answer to theinquiry, such as that shown in FIG. 4, in a data base, it is possible touse the information on the pairs of the respective inquiries and thecorresponding answers, which is stored in the data base, asinquiry-answer history information.

[0064] FIGS. 5(a) and 5(b) show examples of technical information storedas technical document files which include voice and/or image data, whichis furnished to the users. These technical document files are attachedto an answer document in order to explain the answer document morespecifically, or they are disclosed in the web server. Meanwhile, FIG.5(a) shows an example of a picture which displays technical informationincluding image and voice data, and FIG. 5(b) shows examples of pictureswhich display technical information files on the anomaly-diagnosis ofthe power plant, the analysis of vibration in the power plant, thepreventive maintenance for the power plant.

[0065] In FIG. 6, a flow chart of input processes performed by a user toacquire technical information or to make an inquiry to the answer system5 for the users, while using the answer system 5 for the users, isshown. That is, the processes performed by the information processingprogram (1) 6 shown in FIG. 1, are shown in detail in FIG. 6.

[0066] A user starts up an internet browser in step 001, accesses thedesignated web server for the users in step 002, and logins into theanswer system for the users in step 003. Next, in step 004, amenu-selection process is carried out by selecting one of aninformation-obtaining menu for obtaining technical information such as adesign drawing, an inquiry menu for making an inquiry about acountermeasure to a malfunction of a component, etc., and a retrievalmenu for retrieving the inquiry history information. If he intends toobtain technical information, he opens an information-obtaining picturein step 005, and selects a general information file, a technicalinformation file, or an inquiry history file in step 006. Further, instep 007, he selects the reading of the selected information file,printing out it, or the down-loading of it into his personal computer.Also, in step 040, the user determines whether or not this process is tobe ended, that is, whether or not he will return to this menu-selectionprocess, and if the returning to this process is not necessary, thisprocess is logged off.

[0067] If the user selects the inquiry menu, he opens a fixed-formpicture for input in step 008, and confirms contents of the displayportion of user information in step 009. Next, he selects names ofcomponents relevant to the contents of his inquiry in step 010; inputsthe subject of the inquiry in step 011; inputs his desired due-date forresponse in step 012; inputs names of relevant documents in step 013;and inputs the detailed contents of the inquiry in step 014. Further, instep 015, he determines whether or not there is any file to be attached.If it is necessary to attach a file for supplemental explanation, suchas a data file, a document file, etc., he performs the processing offile-attachment in step 016, and stores (sends) the contents of theinquiry in the inquiry content data base in step 017. Otherwise, hesimply stores the contents of the inquiry in step 035. Then, thisinquiry process is ended, or in step 040, the user determines whether ornot this process is to be ended, and if the returning to themenu-selection picture is not necessary, this inquiry process can belogged off in step 041.

[0068] Next, the case wherein the retrieval menu is selected in themenu-selection picture instep 004, is explained below. If the retrievalmenu is selected, a retrieval information-input picture is firstdisplayed in step 041, and the user selects one of the retrievalconcerning the history of inquires sent from the users and the retrievalconcerning the history of answers to the respective inquiries sent tothe information service furnisher, in step 051.

[0069] If the retrieval concerning the history of inquires is selected,by inputting the retrieval conditions such as names of objects such ascomponents, parts of a component, or an time interval in the history, instep 052,

[0070] In FIG. 7, a flow chart of processes performed by the informationservice furnisher in order to create an answer document while using theanswer system 12 for the information service furnisher, is mainly shown.That is, the processes performed by the information processing program(2) 14 shown in FIG. 1, are shown in detail in FIG. 7. the informationin the inquiry history, which accords with the input retrievalconditions, is selected in step 053. Here, as the result of theretrieval, it is possible to output the inquiry history informationalong with the answer history information corresponding to the inquiryhistory information. Further, in step 054, the history information isstored in the data base as the need demands. Furthermore, the result ofthe retrieval, which is obtained in the retrieval concerning the historyof inquiries, is sent to the user in step 055.

[0071] Moreover, if the user selects the retrieval concerning thehistory of answers in step 051, he inputs a name of the plant aboutwhich the retrieval is performed, in step 060, and then input a name ofa component or a part of the plant, about which the retrieval isperformed, in step 061. Further, he inputs the phenomenon which hasoccurred at the component (the part), in step 062. When the inputting ofthe above information is completed, an answer to the information inputby the user, such as the phenomenon, etc., is searched in theinformation previously stored in the data base in step 063, acountermeasure to the phenomenon which has occurred is output. After theoutput result of the retrieval is stored in the data base along with theretrieval conditions input by the user in step 064, it is sent to theuser in step 065.

[0072] Next, the answer-retrieval performed in step 063 is explainedbelow in detail with reference to FIG. 26. FIG. 26 shows examples ofinput of the retrieval conditions and results of the retrieval.

[0073] In the answer-retrieval, as shown in FIG. 26, the user inputs aname 81 of a component of the object plant, a portion 82 of thecomponent, at which an anomaly has occurred, a phenomenon 83 which hasoccurred at the portion 82, as the retrieval conditions 80. By inputtingthe above retrieval conditions 82, a cause 85 of the anomaly and acountermeasure 86 to the anomaly are output as the results of theretrieval. That is, by the inputting of the retrieval conditions 80,which is performed by the user or the information service furnisher, theretrieval system 71 or 72 executes the retrieval process so that ananswer which accords with the input retrieval condition 82 is selectedfrom among the information previously stored in the data base.

[0074] For example, if “gas turbine”, “combustor”, and “crack at themain combustion chamber” are input to name 81 of a component, portion 82of the component, and phenomenon 83, respectively, as the retrievalconditions 80, cause 85 of “large thermal stress” and countermeasure 86of “adhibit repair by welding” are output as the results of theretrieval. Further, if “steam turbine”, “moving blade”, and “increase ofvibration amplitude” are input to name 81 of a component, portion 82 ofthe component, and phenomenon 83, respectively, as the retrievalconditions, cause 85 of “deposit of scale” and countermeasure 86 of“perform honing processing in periodic inspection” are output as theresults of the retrieval.

[0075] Moreover, if there is a plurality of answers which accord to theretrieval conditions 80, it is preferable to output the plurality of theanswers. This is because there is occasionally a plurality of causes 85and countermeasures 86 to the same component name 81, portion 82, andphenomenon 83. For example, if “gas turbine”, “bearing”, and “largevibration” are input to name 81 of a component, portion 82 of thecomponent, and phenomenon 83, respectively, the following two sets ofresults are output: that is, the set of cause 85 of “unbalance” andcountermeasure 86 of “attach a balance weight”, and the set of cause 85of “unbalance” and countermeasure 86 of “attach a balance weight”. Inthis way, by outputting a plurality of countermeasures as the results ofthe retrieval, even if there are a plurality of causes to the sameretrieval conditions, it is possible to obtain a countermeasure to eachof the plurality of the causes. Meanwhile, if cause 85 is input an oneitem of the retrieval conditions 80, the accuracy of the retrieval willbe improved.

[0076] Further, if there are many output results of the retrieval, byconsidering the used time or the remaining life time of each portion ofa component, and assuming that the probability of anomaly occurrence ata portion of an component, which has a longer used time or a shorterremaining life time, is higher, the priority of cause 85 orcountermeasure 86 to be output can be set. Moreover, if sets of causes85 and countermeasures 86 are displayed in a picture in the form of alist, by displaying a set of a higher priority in the above sets as theresults of the retrieval at a more upper position, by larger characters,or by predetermined color, in the picture, the user can efficientlyadhibit a countermeasure to the anomaly which has occurred. Also, byobtaining the frequency or number of times of anomalies, which haveoccurred, corresponding to each cause, based on the history of anomalieswhich have occurred, and assuming it is highly probable that the causeof the anomaly which has currently occurred is a cause of the highestoccurrence frequency or largest number of occurrence times of anomaliescorresponding to this cause probably, a countermeasure 86 to such acause can be furnished to the user as a countermeasure of the highestpriority.

[0077] First, if the user inputs his inquiry, the contents of theinquiry are registered in the web server 4 for the users. Further, thecontents of the inquiry, which have been input by the user, areautomatically taken into the second web server 10. Then, the answersystem 12 for the information service furnisher performs the retrievalprocessing, and if there is a new inquiry, a fixed-form e-mail isautomatically sent to the inquiry-receiving and allocating person 19 inthe answer center 18.

[0078] If any person in the answer center 18 receives the fixed-forme-mail, he logins in the answer system 1212 for the information servicefurnisher, and performs the predetermined processes. Further, he sends afixed-form e-mail to the next person in charge, and ends the processingof the sent fixed-form e-mail.

[0079] The contents of the processes performed by the inquiry-receivingperson 19 are the receiving and allocating of the inquiry (step 018),the sending of a formal answer document to the user (step 030), thesumming of workhours of the answer-creating person 22, and theperiodical reporting of the summed workhours to each user with apredetermined-form paper (step 31).

[0080] The regional inquiry-managing person 20 first processes theconfirming of the contents of the inquiry, the input due-date forresponse, and the inquiry No., (step 019). Here, the input due-date forresponse, and the inquiry No., are automatically stored as informationwhich can be read by users, (step 020). Next, he requests aninquiry-translation (step 021), and confirms the contents of thetranslated inquiry. Further, he requests answer-creation to theanswer-creating person 22 (step 023). The answer-creating person 22retrieves the information stored in the database (step 032), and createsan answer based on the result of the retrieval. Further, the regionalinquiry-managing person 20 confirms the contents of an answer sent fromthe answer-creating person 22, and the regional inquiry-managing person20 requests answer-translation to the translator 21, (step 027).Furthermore, the regional inquiry-managing person 20 checks thetranslated answer, and requests the sending of a formal answer, to theinquiry-receiving and allocating person 19, (step 029). Moreover, theregional inquiry-managing person 20 stores the answer in the data base(step 033). Meanwhile, it is possible to store the answer in the database along with the inquiry sent from the user and the technicalinformation file which has sent to the user according to the requestsent from the user. Here, if the regional inquiry-managing person 20determines whether or not the creating of an answer to the inquiry needsopinions of members in a plurality of relevant sections, he registersthe inquiry as a subject in the electric meeting room (step 024), andthe conclusions of the meeting are made up as an answer to the inquiry(step 025).

[0081] Moreover, the translator 21 translates the inquiry (step 022) andthe answer (step 028). Also, the answer-creating person 22 creates ananswer document. Moreover, the answer-creating person inputs and sendswork hours taken for creating the answer (step 026).

[0082] As described above, if the inquiry is sent from a user in aforeign country, the inquiry is processed by the inquiry-receiving andallocating person 19, the regional inquiry-managing person 20, thetranslator 21, the regional inquiry-managing person 20, theanswer-creating person 22, the regional inquiry-managing person 20, thetranslator 21, the regional inquiry-managing person 20, and theinquiry-receiving and allocating person 19, in turn. Thus, the inquiryand the answer are translated. The translation performed by thetranslator can realize quick understanding of the contents of a sentinquiry, and quick creation of an answer to the inquiry.

[0083] On the other hand, if the inquiry is sent from a domestic user,the inquiry is processed by the inquiry-receiving and allocating person19, the regional inquiry-managing person 20, the answer-creating person22, the regional inquiry-managing person 20, and the inquiry-receivingand allocating person 19, in turn. Thus, the answer document is createdand sent to the user.

[0084]FIGS. 8-12 show examples of display pictures for input operations,which are performed by a user, in the answer system for technicalsupport. In the following, the display pictures will be explained indetail.

[0085]FIG. 8 shows the initial picture which is first displayed afterlogin of the user. In this picture, a process item desired by the userin the displayed menu is selected. The selecting of the desired processitem is implemented by clicking one of the general information button26, the technical document button 27, the inquiry-inputting button 28,the inquiry history button 29, and the logoff button 30.

[0086]FIG. 9 shows a list of information files disclosed as the generalinformation. A user selects a file which he desires from among theinformation files displayed in this picture by clicking the generalinformation button 26, and reads the selected file or downloads it intothe computer 1 or mobile terminal 2 which he uses. Also, if a userintends to acquire a technical document, a file list of technicaldocuments is displayed by clicking the technical document button 27.Further, he selects a file which he desires from among the displayedfiles, and reads the selected file or downloads it into the computer 1or mobile terminal 2 which he uses.

[0087]FIG. 8 shows a fixed-form picture for inputting an inquiry of auser. The user clicks the inquiry-inputting button 28, and firstconfirms the name of his company, his name, and his address of e-mail,which are displayed on the information-display portion 31. Next, heselects names of components relevant to his inquiry by pulling down thecomponent name-selection portion 32. Then, he inputs the subject 33 ofthe inquiry, the desired due-date 34 for response, and the relevantdocument number 36, in turn. Further, he inputs the detailed contents ofthe inquiry to the portion 37 shown in FIG. 11, and sends them byclicking the inquiry-sending button 38. If there is a file of technicaldocument to be attached to the inquiry, he attaches the file by clickingthe file-attaching button 39.

[0088]FIG. 12 shows a list 40 of inquiry history. By clicking theinquiry history button 29, the user can confirm the date when an answerto his inquiry is sent to him, or the inquiry history until the presenttime.

[0089]FIGS. 13-25 show examples of pictures for input operations, whichare performed by the information service furnisher, in the answer systemfor technical support. In the following, the pictures will be explainedin detail.

[0090]FIG. 13 shows the initial picture in the answer system 12 for theinformation service furnisher which is incorporated into the second webserver 10 in the intranet 11. Each person of the answer center 18 loginsby inputting his identifier 41 and password 42.

[0091] When an inquiry-receiving and allocation person 19 clicks theretrieval button 43 after inputting at least one of inquiry number 45 a,name 45 b of company, name 45 b of plant, name 45 d of case, contents 45e of inquiry, and situation 46 f, the summary list 44 of inquiry itemsto be processed is displayed in the picture shown in FIG. 14. Further,in order to process the inquiry items, he clicks the inquiry numberbutton 45, and confirms the detailed contents 46 of the inquiry. Next,he clicks the request button 47 of work in the picture shown in FIG. 15.Then, in the picture shown in FIG. 16, he selects the address of aregional inquiry-managing person in charge from among the address list48 of the answer center personnel and the type of the request for workfrom among the communication matters 49, based on the contents of theinquiry sent from the user. Lastly, by clicking the mail-sending button50, he completes his operations for the request for work. In addition,by clicking the workhour-summation button 51, he periodically reportsthe summed workhours of the answer-creating person in charge by apredetermined-form to the designated user.

[0092] When the regional inquiry-managing person 20 clicks the retrievalbutton 52 in the picture shown in FIG. 18, the summary list 53 ofinquiries to be processed is displayed. Further, in order to process theinquiry items, he clicks the inquiry number button, and confirms thedetailed contents 55 of the inquiry. Furthermore, he inputs the due-date54 for response.

[0093] If the regional inquiry-managing person 20 creates an answer byhimself, he inputs the answer to the answer area 56 in the picture shownin FIG. 19. On the other hand, if he requests an answer-creating person22 to create an answer, he performs this request by clicking the requestbutton 47 of work. Here, if he determines that the creating of an answerto the inquiry needs opinions of members in a plurality of relevantsections, he accesses and logins into the electric meeting system byclicking the electric meeting room button 57. Further, he registers thecontents of the inquiry as the subject of the meeting, and holds theinvestigative meeting. Lastly, he inputs the conclusions obtained in themeeting to the answer area 56, as the answer.

[0094] The answer-creating member 22 inputs the answer to the answerarea 58 in the picture shown in FIG. 21 after confirming the informationin the area 55 for the detailed contents of the inquiry and in thedue-date portion 54 for response. Here, he inputs the workhours 59 takenfor creating the answer and the name 60 of the acknowledger which hasacknowledged the contents of the answer to the answer area along withthe contents of the answer.

[0095] The regional inquiry-managing person 20 confirms the contents ofthe answer created by the answer-creating person, and clicks theacknowledge button 61 in the picture shown in FIG. 22.

[0096] The inquiry-receiving and allocating person 19 sends the answerdocument by clicking the button 64 for sending an answer to the userafter confirming that the date 62 of acknowledge and the name 63 of theacknowledger are indicated in the answer document sent from the regionalinquiry-managing person 20, as shown in FIG. 23.

[0097] The answer document is sent to the user which sent the inquiry bye-mail as shown in FIG. 24 and FIG. 25. The system-managing person 23manages the registering and the renewing of; identifiers, passwords, andaddresses of e-mail; of the persons of the answer center 18, byoperating the user-managing portion 65 and the address notebook portion66 in the picture shown in FIG. 25.

[0098] In the following, as a specific embodiment to which the presentinvention is applied, the case wherein users are operation/maintenancepersonnel of a power plant run by a utility company, will be explained.In this embodiment, information services of technical support oncomponents of a thermal or nuclear power plant, such as a steam turbine,a gas turbine, etc., are adequately furnished. Thus, this embodimentrelates to a system or a service business in which technical support foroperations and maintenance of the power plant, needed by users, isimplemented by quickly and timely furnishing great deal of technicalinformation including voice data and dynamic image data, around theclock, by means of a telecommunication network which includes aninternet, an intranet, an e-mail, etc.

[0099] The users need adequate technical support from a maker of powerplant components so as to improve the rate of operation and implementthe highly efficient operation, by performing effective maintenance forcomponents such as a steam turbine, a gas turbine, and so on, of athermal or nuclear power plant. As specific contents of the adequatetechnical support, concerning the operation, there is technicalinformation on a cause analysis of anomalous operation data, theevaluation of usual operation data, the indication of countermeasures toa trouble which has occurred, the performance evaluation of a designatedcomponent, etc. Also, concerning the maintenance, there is technicalinformation on the up-to-date maintenance techniques, the timing andmethod of overhaul of each component, the proposal of components to beexchanged, measures for preventing a trouble from occurring in the powerplant, etc.

[0100] The power plant component maker edits technical information foroptimally supporting the above techniques, as digital informationincluding voice and/or image data, and previously stores the edittechnical information in the disclosed document data base 7 in theanswer system 5 for the users, which is incorporated into the web server4 for the users shown in FIG. 1. The user 1 accesses the web server 4for the users, which is set up in the internet 3 by the informationservice furnisher, and downloads necessary technical information fromthe disclosed document data base 7 to the computer 1 which the useruses. Moreover, the power plant component maker provides a picture fromwhich a user can directly input a request for technical review or aninquiry concerning the operation/maintenance.

[0101] If the user intends to request a technical review or make aninquiry concerning the operation/maintenance, he inputs the request fora technical review or the inquiry in accordance with the proceduresguided by the information processing program (1) 6. The contents of therequest for a technical review or the inquiry is automaticallyregistered in the inquiry content data base 9. The registered contentsof the inquiry is periodically taken into the second web server via thefire wall 17 b in order to retain the proper security of the inquiry.The information service furnisher provides the answer center 18 composedof the inquiry-receiving and allocating person 19, the regionalinquiry-managing person 20, the answer-creating person 22, thetranslator 21, etc. as a client of the second web server 10 in order toquickly respond to an inquiry or an request for a technical documentsuch as that described above.

[0102] The answer center 18 accesses the second web server 10 via theintranet 11, and creates an answer document in the accordance with theprocedures guided by the information processing program (2) 14 which isprovided in the answer system 12 for the information service furnisher.Further, the answer center 18 sends the created answer document to theuser by e-mail. The information of the inquiry sent from the user andthe answer document to the inquiry is eventually stored in the inquirycontent data base 15. Meanwhile, the answer center efficiently createsan answer document while using the automatic translation program 16and/or the electric meeting system 13 if required. The user can improvethe rate of operation, and implement the highly efficient operation ofthe power plant, by making the technical information furnished by theservice furnisher or the contents of the answer document reflect on theoperation/maintenance of an existing steam or gas turbine.

[0103] Specifically, the user can occasionally omit an dispatch of anengineer from the power plant maker by understanding the furnishedtechnical information, and making it reflect on his actual field work.Also, since the user can easily and timely obtain necessary technicalinformation, he can receive technical support as if there were an expertof the power plant maker in the next room. Further, since the user canmore quickly obtain the answer to his inquiry with using the answersystem according to the present system than without using it, it can beexpected that a slight malfunction or an improper operation can beprevented from escalating to a sever trouble. Furthermore, moreunderstandable and effective plant operations or maintenance is possibleby using the answer system than by using conventional technicaldocuments described on papers. In addition, the information servicefurnisher can consistently process and manage the creating of technicaldocuments and answer documents to inquiries from the users by using theanswer system for technical support system.

[0104] Further, by recognizing what information the users need or whatquestions they have about the plant components, it is possible topropose optimal operation and maintenance methods, and to open up a newbusiness such as sales of renewal parts, spare parts, etc.

[0105] Furthermore, by fitly counting the workhours (labor cost) takenfor a job such as a creation of an answer document in order to accountthe charge of information service, and regularly reporting the countedworkhours, it is possible to onerously furnish information for technicalsupport.

[0106] Moreover, since a power plant including steam turbines or gasturbines is socially important, a security system for protecting theleakage or the invasion of the technical information on the power plantis necessary. For this purpose, in this embodiment, it is possible toprovide the answer system for technical support in which the securitysystem is implemented by incorporating at least one fire wall.

[0107] In addition, according to this embodiment, by receiving inquiriesfrom the users via the internet, it is possible to receive accesses fromusers to this answer system for technical support around the clock,which can implement quick technical support responding to inquiries sentfrom users at remote locations such as oversea users.

[0108] In accordance with the present invention, it is possible toprovide an answer system for technical support and a technical supportmethod, which is capable of quickly and accurately performing technicalsupport to a request or an inquiry from a user.

What is claimed is:
 1. An answer system for technical supportcomprising: means for registering information of an inquiry sent from auser via a telecommunication network; means for preventing saidregistered information of said inquiry from being accessed by outsidersvia said telecommunication network; communication means forcommunicating said registered information of said inquiry to aninformation service furnisher; means for inputting an answer whichresponds to said communicated information of said inquiry; and means forsending said input answer to said user via said telecommunicationnetwork.
 2. An answer system for technical support according to claim 1,wherein said register means is defined as first register means, furtherincluding: means for sending said information of said inquiry, which hasbeen registered by said first register means; second register means forregistering said information of said inquiry, which has been sent fromsaid first register means; and means for preventing said information ofsaid inquiry, which is registered in said second register means, frombeing accessed by outsiders via the telecommunication network; whereinsaid communication means communicates said information of said inquiry,which is registered in said second register means, to an informationservice furnisher.
 3. An answer system for technical support accordingto claim 1, further including: means for receiving information of aninquiry sent from a user via a telecommunication network; means forstoring a history of all inquiries which have been received by saidmeans for receiving information of an inquiry from each user; and meansfor furnishing information disclosed by an information servicefurnisher.
 4. An answer system for technical support according to claim1, further including: means for receiving information of an inquiry sentfrom a user via a telecommunication network; means for storing a historyof all inquiries which have been received by said means for receivinginformation of an inquiry from each user; and means for sendinginformation, which includes voice data and/or dynamic image data, tosaid user.
 5. An answer system for technical support according to claim1, wherein said register means is defined as first register means,further including: first register means for registering information ofan inquiry sent from a user via a telecommunication network; means forstoring a history of all inquiries which have been received by saidmeans for receiving information of an inquiry from each user; secondregister means for registering said information of said inquiry, whichhas been sent from said first register means; and means for preventingsaid information of said inquiry, which is registered in said secondregister means, from being accessed by outsiders via thetelecommunication network; wherein said communication means communicatessaid information of said inquiry, which is registered in said secondregister means, to an information service furnisher.
 6. An answer systemfor technical support according to claim 1, wherein said information ofsaid inquiry is on techniques relevant to a power plant.
 7. An answersystem for technical support for furnishing technical informationservices via a telecommunication network, said answer system fortechnical support comprising: a web server for receiving information ofan inquiry sent from a user via an internet; an inquiry-information database for storing said information of said inquiry, which has beenreceived by said web server; a fire wall for preventing said informationof said inquiry, which is stored in said inquiry-information data base,from being accessed by outsiders via said telecommunication network; anintranet for communicating said information of said inquiry, which hasbeen stored by said web server, to an information service furnisher; aninput unit for inputting an answer which responds to said inquiryinformation which has been communicated via said intranet; and a mailserver for sending said answer to said inquiry which has been input bysaid input unit.
 8. An answer system for technical support according toclaim 7, wherein said web server is defined as a first web server,further including: a second web server for periodically taking in saidinformation of said inquiry, which is stored in said inquiry-informationdata base; and a second fire wall for preventing said information ofsaid inquiry, which has been stored by said second web server, frombeing accessed by outsiders via said telecommunication network; whereinsaid intranet communicates said information of said inquiry, which hasbeen stored by said second web server, to an information servicefurnisher.
 9. An answer system for technical support according to claim7, further including: an inquiry-information data base for storing saidinformation of said inquiry, which has been received by said web server;an inquiry-history data base for storing a history of all inquirieswhich have been received by said means for receiving information of aninquiry from each user which has been registered in advance; whereinsaid fire wall prevents said information of said inquiry, which isstored in said inquiry-information data base and said inquiry-historydata base, from being accessed by outsiders via said telecommunicationnetwork.
 10. An answer-system for technical support according to claim7, wherein said answer input by said input unit, which responds to saidinformation of said inquiry, which has been communicated via saidintranet, includes voice data and/or dynamic image data.
 11. An answersystem for technical support acceding to claim 7, wherein saidinformation of said inquiry is on techniques relevant to the powerplant, and said mail server sends said answer relevant to techniques ofthe power plant which responds to said inquiry.
 12. An answer system fortechnical support according to any one of claims 1 and claim 7, furtherincluding means for counting workhours of persons which havecorresponded with said inquiry sent from each user, and reporting saidworkhours or charges calculated based on said workhours to said user.13. An answer system for technical support according to any one ofclaims and claim 7, further including a translation system fortranslating an answer sent from said information service furnisher tosaid user.
 14. An answer system for technical support according to anyone of claims 1 and claim 7, further including means for sending ananswer which responds to said inquiry send from said user, to said userby e-mail.
 15. An answer system for technical support according to claim8, further including: an answer center including expert staffs whichoffer technical support services to said inquiry which has beencommunicated via said intranet; wherein said user is a member of athermal or nuclear power plant including a steam or gas turbine, saidinformation of said inquiry is on techniques relevant to said thermal ornuclear power plant, and said answer to said inquiry is created by saidanswer center.
 16. A technical support method of furnishing technicalinformation services via a telecommunication network, said technicalsupport method comprising the steps of: receiving information of aninquiry sent from a user via an internet by using a web server, via afire wall for preventing said information of said inquiry from beingaccessed by outsiders via said telecommunication network; storing saidinformation of inquiry, which has been received by said web server, inan inquiry-information data base; communicating said information of saidinquiry, which has been-stored by said web server, to aninformation-furnishing unit via an intranet; and sending an answer whichresponds to said inquiry information which has been communicated to saidinformation-furnishing unit, to said user via a mail server.
 17. Atechnical support method according to claim 16, wherein said web serverand said fire wall are defined as a first web server and a first firewall, respectively, further including the steps of: taking saidinformation of inquiry, which is stored in said first web server, into asecond web server via a second fire wall; and communicating saidinformation of said inquiry, which has been taken into said second webserver, to an information-furnishing unit via an intranet.
 18. Atechnical support method according to claim 16, further including thesteps of: storing a history of all inquiries, which have been sent fromeach user and received by said web server, in an inquiry-history database; and sending an answer which includes voice data and/or dynamicimage data to said information of said inquiry communicated to saidinformation-furnishing unit, to said user via a mail server.
 19. Atechnical support according to claim 16, further including the step ofcounting workhours of persons which have corresponded with said inquirysent from each user, and reporting said workhours or charges calculatedbased on said workhours to said user.
 20. A technical support accordingto claim 16, further including the step of: retrieving said informationstored in said inquiry-information data base in order to obtain acountermeasure to an anomaly which has occurred, based on a name of acomponent at which said anomaly has occurred, an anomalous portion ofsaid component, and a phenomenon which has occurred, which are sent fromsaid user; and sending a countermeasure to said anomaly, which isobtained by said retrieval, to said user.
 21. An answer system fortechnical support according to claim 7, further including: a retrievalsystem for retrieving said information stored in saidinquiry-information data base in order to obtain a countermeasure to ananomaly which has occurred, based on a name of a component at which saidanomaly has occurred, an anomalous portion of said component, and aphenomenon which has occurred, which are sent from said user; whereinsaid mail server sends a countermeasure to said anomaly, which isobtained by said retrieval, to said user.